Solidroad raises $25 million to automate customer support quality checks
Solidroad, a Dublin and San Francisco startup, has raised $25 million in Series A funding led by Hedosophia. The company automates quality assurance for customer support teams using AI, reviewing 100% of customer interactions instead of the industry standard of 1-3%.
The round follows a $6.5 million seed led by First Round Capital and brings total funding to $31.5 million. Solidroad was founded in 2023 by Mark Hughes and Patrick Finlay, both former Intercom employees, and currently employs 20 people across its two offices.
The problem: sampling misses most of your data
Most customer support operations review between 1% and 3% of their interactions. A team lead listens to a handful of calls, reads a few chat transcripts, and scores them against a rubric. The process is slow, inconsistent, and statistically unreliable.
Reviewing 2% of conversations tells you almost nothing about the other 98%. You catch outliers but miss patterns. You spot individual coaching opportunities but can't track systematic performance issues across your team.
Solidroad's approach: full coverage, AI-powered
The platform applies AI-powered quality assurance to 100% of customer interactions across voice, chat, and email. It scores every conversation against your quality criteria, identifies performance patterns, flags coaching opportunities, and generates the kind of comprehensive view that manual review cannot provide at any practical scale.
The company's pitch is not that AI should replace human agents. Instead, Solidroad argues that human agents are not going away, and the ones who remain need better training, better feedback, and better quality oversight than the current manual approach delivers.
Customers and measurable results
Solidroad counts Ryanair, Crypto.com, and Oura among its customers, alongside large outsourced contact centre operators like PartnerHero and Tech Mahindra.
Crypto.com improved its go-live customer satisfaction score by three percentage points after deploying the platform, with CSAT now above 90%. At PartnerHero and Tech Mahindra, onboarding times for new agents dropped by 50%.
For contact centre operators who run on tight margins and high turnover, these metrics matter. Faster onboarding and higher satisfaction directly affect the bottom line.
Enterprise credibility from day one
Solidroad holds SOC 2 and ISO 27001 certifications, which are standard requirements for selling into enterprise contact centres. For a 20-person startup, getting certified early signals that the founders prioritised enterprise readiness over speed to market.
The company joined Y Combinator's Winter 2025 cohort, which gave it access to the Silicon Valley distribution network that Irish startups typically struggle to reach from Dublin. Combined with First Round Capital backing and the founders' Intercom pedigree, a small team gained access to enterprise customers that would normally be out of reach at this stage.
Why now: AI handling more interactions means QA becomes more critical
AI chatbots now handle roughly 65% of customer service interactions, up from around 30% three years ago. As AI takes over more frontline work, the need to monitor, evaluate, and improve those interactions scales proportionally.
A chatbot that resolves 65% of tickets is only as good as the quality assurance system that catches the cases it handles poorly. The QA layer has received less attention and less funding than chatbots themselves, but that is beginning to change.
Established players like NICE, Verint, and Genesys offer QA modules within broader contact centre suites. Newer entrants like MaestroQA and Klaus (acquired by Zendesk) built dedicated QA products. Solidroad's differentiation is AI-native QA that covers 100% of interactions by default, combined with training tools that close the loop between measurement and improvement.
The Dublin-San Francisco split
Solidroad maintains a five-day in-person presence at both locations. Dublin has deep concentration of customer support operations, with major tech companies and BPOs running European support centres from the city. San Francisco is where enterprise software gets sold.
For a company selling into the contact centre industry, having engineering talent in Dublin and sales presence in San Francisco plays to both ecosystems' strengths.
The funding context
At $25 million, the round is modest compared to headline-grabbing AI funding numbers. Q1 2026 saw $300 billion in global venture investment, with AI accounting for roughly $242 billion of the total.
But not every AI company needs a billion-dollar valuation to build a viable business. Contact centre QA is a defined market with clear buyers, measurable ROI, and the kind of recurring revenue dynamics that enterprise investors understand. Solidroad's task is to capture enough of that market before the platform vendors build comparable features into the tools their customers already use.
For customer support leaders, the shift toward full-coverage QA represents a meaningful change in how team performance gets measured and improved. If you're currently relying on sampling, learning how AI is being applied to customer support can help you understand what's possible at your operation.
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